Are You Measuring Customer Success Activity Instead of Impact?
- E37
- 33:31
- December 7th 2020
Meeting counts and customer satisfaction scores do not show the full impact of Customer Success.
In this episode, Jason Noble and Jason Whitehead explore how leaders should measure customer and commercial outcomes across adoption, time to value, churn, GRR, NRR and lifetime value.
You’ll learn why no single CS metric is sufficient and how to build a more balanced view of whether Customer Success is creating meaningful business impact.
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Breakthrough SaaS Growth
Breakthrough SaaS Growth is about how SaaS companies keep customers, grow revenue and prove value in the AI era.
Hosted by Jason Noble in the UK and Jason Whitehead in the US, the show explores the commercial problems behind sustainable SaaS growth: retention, expansion, churn, customer value, Customer Success, GTM alignment and AI.
Some episodes are the two Jasons breaking down what they’re seeing in the market. Others feature SaaS founders, CEOs, CROs, Customer Success leaders and operators sharing what is actually working inside their businesses.
Expect practical conversations about why customers churn, how SaaS companies prove value, where expansion really starts and how AI is changing the way software is bought, used and valued.
No hype. No theory for theory’s sake.
Just practical thinking about how SaaS companies keep and grow customers.